· Develop and maintain a positive rapport with dealer personnel to create lasting partnerships between Bennington and the dealer network.
· Actively assist customers to ensure satisfaction with company products and services.
· Support dealers and customers with technical issues and general problem solving.
· Recognize individual customer needs and go above and beyond to resolve their inquiry.
· Provide resolutions at the first point of contact, avoiding transferring the call or having customers call again.
· Provide excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support specific needs of the most vulnerable customers.
· Acquire detailed knowledge of product ranges and services to provide excellent service.
· Process and guarantee accuracy of parts orders within our published service commitment timeframe.
· Prepare quotes on parts orders and assist with identifying accurate part information descriptions and numbers.
· Coordinate logistics to ensure on time delivery on parts orders.
· Convey product and customer experience feedback internally to promote continuous improvement.
· Administer and negotiate initial warranty approvals.
· Assist in retail shows and dealer meeting responsibilities when required.
· Meet or exceed all Published Service Commitment expectations and speak up if requirements are unable to be met.
· Be willing to help with tasks outside of your assigned territory when needed or assigned by the Customer Experience Administration Manager.
· Be a team player with a willingness to help others in the department.
· Assist with department administration needs when assigned such as exporting of parts orders or additional tasks as needed.
